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Incident & Problem Co-ordinator - Leeds

Employer
Asda
Location
Leeds
Salary
Competitive
Closing date
16 Apr 2018

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Sector
Retail Sales
Job Type
Full Time
I ncident and Problem Co-ordinator

Asda are recruiting for an Incident and Problem Co-ordinator for a 12 month rolling fixed term contract. This is an excellent opportunity to join a growing team who can offer you a great working environment and flexible working. Not only will you be given the opportunity to progress in one of the world's largest company, but you will also receive an in-depth training plan to take you to the next level.

This is a dynamic and varied role supporting the Implementation of a new SAP system and migrating up to 20 legacy systems onto the new platform. Working with the George Business to support the newly implemented SAP system, provide critical ELS, Manage Incidents and Problems and create Knowledge information for acceptance into the BAU support teams.

Key responsibilities will be:
  • Incident Management: monitor logged incoming incidents and requests to ensure that these are diagnosed and escalated to appropriate and consistent quality standards.
  • Major Incident Management: co-ordinate high impacting incidents with relevant support teams and stakeholders through to resolution, including facilitating war rooms for P1 incidents causing serious impact to the business
  • Communication: Communicate the status, update, impact and resolution of all major incidents to senior management and the business stakeholders
  • Triage: A good understanding of all applications and infrastructure to prioritise incidents and engage correct support teams as quick as possible to ensure quickest resolution path (Training will be provided)
  • Liaise with Service Desk colleagues, create knowledge based articles and train Service Desk to take on the support of new services
  • Problem Management, establishing root cause and liaising with support teams to establish a permanent fix
  • Liaise with Service Management to ensure correct processes are followed and business colleagues are regularly updated regarding on-going incidents
  • Managing incidents and major incidents through Service Now; ensuring tickets are to a high standard and kept up to date with scribe notes, attendees and resolution information
  • Detailed reporting of all issues including SLA and impact statements which can be shared with the business
  • Provide out of hours on call support through a flexible rota pattern
The successful Incident and Problem Co-ordinator would benefit from the following skills and experience:
  • Strong customer and people management skills
  • Experience in Retail IT desirable but not essential
  • Strong communications skills
  • Experience of working within a busy service operations environment in a Service Operations role
  • Experience of working with SAP systems desirable but not essential
  • Strong individual with the ability to communicate, negotiate and influence at all levels.
  • Proven organisational skills
  • ITIL Foundation qualification desirable but not essential
  • Use of Service Now toolset desirable but not essential
  • Experience of managing stakeholder

Benefits
  • Discretionary bonus
  • Sharesave Plan
  • Stakeholder Pensions Plan
  • Colleague Discount
  • Voluntary Benefits
  • Free Parking
  • Cycling to work scheme

This role is open to job share / Part-time / Flexible working

If you have any questions regarding the position, then please can you email clare.tempest@asda.co.uk


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